Technical Support Agent (Electrical / Mechanical)

Working Hours: Monday – Friday, 8:00 AM – 5:00 PM

Salary: $60,000 – $65,000 CAD

• Must be a Canadian Citizen or Permanent Resident (PR)

This role is ideal for a technically skilled professional who enjoys troubleshooting, problem-solving, and helping customers resolve complex equipment issues. You'll provide expert remote support to customers and field technicians while collaborating with Engineering, Sales, Product Development, and Quality teams to improve product performance and customer satisfaction.

If you're passionate about industrial equipment, customer service, and continuous improvement, we'd like to hear from you.

Key Responsibilities

• Provide technical support to customers via phone, email, and occasional on-site visits
• Troubleshoot and resolve electrical, mechanical, hydraulic, and control system issues on loading dock equipment
• Guide customers and field technicians through diagnostic procedures and repair processes
• Develop and maintain expert knowledge of company products, specifications, applications, and product updates
• Provide technical guidance on installation, operation, maintenance, and repair procedures
• Deliver clear, step-by-step troubleshooting instructions to ensure timely issue resolution
• Collaborate with Engineering, Product Development, Sales, and Technical teams to investigate and resolve complex technical issues
• Perform root-cause analysis using electrical schematics, wiring diagrams, multimeters, and other diagnostic tools
• Review and validate control system orders against purchase orders, approval drawings, and technical documentation
• Coordinate with Sales and Engineering to resolve technical discrepancies
• Maintain accurate records of customer interactions, troubleshooting activities, and technical solutions using CRM software
• Support warranty investigations and prepare internal approvals for warranty-related repairs
• Prepare technical reports and communicate updates professionally across departments
• Contribute to the continuous improvement of service documentation, technical manuals, and support processes

Qualifications

• Completion of an Electrical Engineering Technician – Control Systems program or equivalent technical education
• Experience supporting loading dock equipment or other industrial machinery
• Strong knowledge of electrical, hydraulic, mechanical, and control systems
• Excellent troubleshooting, diagnostic, and analytical skills
• Strong customer service and communication skills
• Ability to explain technical concepts clearly to customers and field technicians
• Experience using CRM systems and technical support software
• Ability to read and interpret electrical schematics, wiring diagrams, technical manuals, and engineering documentation
• Strong organizational skills with the ability to manage multiple priorities
• Ability to work independently while collaborating effectively with cross-functional teams
• Preferred Qualifications
• Experience supporting loading dock equipment, lift equipment, or other material handling systems
• Hands-on field service or maintenance experience with industrial equipment
• Familiarity with PLC-controlled equipment and industrial control systems
• Experience working in a manufacturing or industrial environment
• Knowledge of applicable industry safety standards and regulations